Category: Customer Experience
-
Mind Readings: Are You Serving Your Loyal Customers?
In today’s episode, you’ll discover the secret to long-term business success: prioritizing customer retention over acquisition. You’ll learn actionable strategies to reward your loyal customers and keep them coming back for more. I’ll share how to create exclusive content and experiences that foster a thriving community around your brand. Tune in to find out how…
-
You Ask, I Answer: Monthly Client Retainers for Long Term Projects?
Sarah asks, “How do you get clients to renew on a monthly basis when, at the same time, you need to convince them on the “long game” aspect of your effort with them as an agency?” Can’t see anything? Watch it on YouTube here. Listen to the audio here: Download the MP3 audio here. Machine-Generated…
-
Sometimes The Customer Is Dangerously Wrong
“The customer is always right.” For over a century since Harry Gordon Selfridge coined it, we’ve been stuck with this platitude, and it can be dangerously wrong for the health of our businesses. It had its place. After all, businesses even today are insanely self-centered, and tend to put themselves and their needs first before…
-
You Ask, I Answer: Microsoft Clarity vs. Google Analytics?
Caroline asks, “What’s better than Google Analytics to measure what your visitors are actually doing when on your website?” I’ve been playing with the new Microsoft Clarity recently, and it’s not, despite what people say, a Google Analytics killer. It’s a Hotjar killer, or at least a worthy competitor – and it’s free. Watch the…
-
You Ask, I Answer: Measuring Brand Trust?
Stephanie asks, “When it comes to building trust, how do we know what success looks like? How can we measure it?” Trust is a tricky thing to measure because it’s such a core of emotion. If you examine emotional theory, especially things like Plutchik’s wheel of emotions, trust is a fundamental survival emotion. How do…
-
You Ask, I Answer: Why Map Customer Journeys?
John asks, “If the customer journey is different for every person, why bother trying to map it?” The presumption is that the customer journey is a wide open field of possibilities, when it’s more like a densely wooded forest. There are a limited number of rational pathways to conversion, and mapping both the probability and…
-
5 Takeaways from Comcast CX Technology Day
I had the opportunity to attend Comcast’s CX Technology Day at the invitation of Jay Baer and the team at Convince and Convert. CX Day is Comcast’s highlighting of what they’re working and some of the challenges they’ve overcome to improve their overall customer experience. In their digital transformation, which has been and will continue…
-
You Ask, I Answer: Preparing for Client Meetings?
Amber asks, “How do you prepare for client meetings/calls when presenting deliverables? I tend to write down everything that I want to say as my thoughts get murky and I tend to stumble over my words. Is that juvenile? What is the best way to prepare?” A few steps make this easier over time. First,…
-
You Ask, I Answer: IBM Courses for UX Designers?
Cristina asks, “Thank you providing an overview (in layman’s terms) of IBM’s free Cognitive classes which I stumbled across on their website during my job search. Would these classes be helpful to an aspiring UX designer?” UX design itself is one of those things that you want to be clear about doing. It’s different than…
